UNDERSTANDING COMMUNICATION IN PROVIDING SERVICE

Presentasi berjudul: "UNDERSTANDING COMMUNICATION IN PROVIDING SERVICE"— Transcript presentasi:

1 UNDERSTANDING COMMUNICATION IN PROVIDING SERVICE
MAINTAINING PERSONAL PERFORMANCE STANDARD

2 MAINTAINING PERSONAL PERFORMANCE STANDARD
A. Definition of Etiquette and Morality B. The Role of Etiquette C. Things influencing attitude D. Things related to customer satisfaction Seni Kerajinan dan Pariwisata

3 MAINTAINING PERSONAL PERFORMANCE STANDARD
A. Definition : 1. Etiquette is : A custom / rule which make the community willing to understand why they must follow a certain morality or how they must take responsible action when they are facing to many kinds of morality . 2. Morality is a moral believe which contain the view of values and norms in a group of people (community) Etiquette is divided into : General etiquette, which discuss about principles of fundamental moral. Specific etiquette, which apply the basic principle into every human life fields. Seni Kerajinan dan Pariwisata

4 MAINTAINING PERSONAL PERFORMANCE STANDARD
B. THE ROLE OF ETIQUETTE Basically human always wants to do and to act freely (as his own desire) in satisfying his/her daily needs. There are 3 views about the role of etiquette, they are : 1. Moral View, The diversity of tribes, region, culture, and religion 2. Modernization, the change in the structure of needs and value of the community 3. Ideology, as the guide of life for every community by their belief B. Peran etika Pada dasarnya manusia selalu ingin berbuat dan bertindak bebas (menurut keinginannya) dalam rangka memuaskan kebutuhan hidupnya sehari-hari. Ada 3 pandangan tentang peranan etika, yaitu : 1. Pandangan moral, berbeda-beda suku, daerah, budaya dan agama 2. Modernisasi, adanya perubahan dalam struktur kebutuhan dan nilai masyarakat 3. Ideology, sebagai penuntun kehidupan masing-masing dengan ajarannya Seni Kerajinan dan Pariwisata

5 MAINTAINING PERSONAL PERFORMANCE STANDARD
C. THINGS INFLUENCING ATTITUDE 1. Attitude in the living, is a daily action which give influence towards themselves and other people 2. The influence of attitude towards performance, consist of 2 factors : a. Mental attitude, is obtained since a child in the family with the tradition in the family, the custom and religion. b. Positive physical attitude, give good impression to oneself and other people. Sikap yang dapat dinilai orang lain dengan apa yang dilakukan, kesan yang ditangkap oleh pandangan mata memberikan pengaruh kepada ingatan dan perasaan. Seni Kerajinan dan Pariwisata

6 MAINTAINING PERSONAL PERFORMANCE STANDARD
Good attitude can be classified into : : The way to stand, The good way to stand is by straightening the legs align and both arms straight at the sides. Sometimes legs are rather stretching (the right leg is a little move frontward of the left, chest is straight frontward, stomach is rather keep tight, chain is rather kept upward. Picture : The way to stand Source : Rostamailis (2005) Seni Kerajinan dan Pariwisata

7 MAINTAINING PERSONAL PERFORMANCE STANDARD
2. The way to sit, a. The position of the body is straight up, stomach is rather drawn back. b. Sit as far back as possible at the seat so that the hip and the back touch the lean of the seat. c. Knees are align and both legs are close each other d. Don’t lean the body on the chair.. RIGHT WRONG Picture : The right and wrong way of sitting Source : Rostamailis (2005) Menjatuhkan badan kekursi akan menimbulkan suara berderit, disebabkan letak kursi bergeser dan mungkin dapat merusak jok kursi. Seni Kerajinan dan Pariwisata

8 MAINTAINING PERSONAL PERFORMANCE STANDARD
3. The way to show respectful , In shaking hands, usually adhere to the custom, traditional, and environment . Things need to consider are : a. Don’t shake hands on the public street b. Don’t greet while smoking c. Don’t greet / shake hands while one hand is on the pocket d. Don’t greet / shake hands while putting hands on the waist. Picturer : The way of shaking hands by kissing and as general Source : BSE-SMK TKR (2008) Seni Kerajinan dan Pariwisata

9 MAINTAINING PERSONAL PERFORMANCE STANDARD
4. The way to walk , Maintain the balance of body and legs by : a. The body is straight but must be relax b. The movement of legs from hip to knee are relax c. The length of steps must be sufficient d. Keep both foot in such a way so that the heel touch the floor first e. Keep sight straight forward when walking. RIGHT WRONG Source : BSE-SMK TKR (2008) Seni Kerajinan dan Pariwisata

10 MAINTAINING PERSONAL PERFORMANCE STANDARD
6. The way to step down the stairs The body is straight up and the legs are close, the feet are straight forward. Don’t open legs/feet a side, because it will change the form of bones to be bad. RIGHT WRONG Source : BSE-SMK TKR (2008) 5. The way to step up stair, a. The body doesn’t bent down b. The sight is straight forward but still can see the stairs. RIGHT WRONG Source : BSE-SMK TKR (2008) Seni Kerajinan dan Pariwisata

11 MAINTAINING PERSONAL PERFORMANCE STANDARD
D. THINGS RELATED TO CUSTOMER SATISFACTION 1.Personality, this is closely related to the condition of environment and the comfort, they are : a. Providing service to the customer : 1). Welcome the customer kindly, respectfully, and without self underestimating 2). Polite, nice voice and cheerful face. 3). Help the customer to sit on the tall seat and in putting off and putting on their accessories. 4). Listen to their complain and pay attention to him/her during treating Seni Kerajinan dan Pariwisata

12 HAL-HAL YANG BERHUBUNGAN DENGAN KEPUASAN PELANGGAN
b. Personal Performance : 1). Work in cool, not nervous or in a hurry 2). Be careful, and not careless 3). Treat the customer wisely and fairly 4). Treat the customer wisely and fairly c. Tidiness and the match of work uniform : 1). Chose the color of the uniform in neutral / white 2). The model is polite and doesn’t disturb the activity 3). Wearing comfortable shoes with low heel so that isn’t tired easily. d. The cleanness and readiness of tool, Lenin, and work place. : 1). Use white Lenin for table, chest cover, white towel 2). Set the tools/equipment clean and tidily 3). Provide a special place for dirty tools 4). Provide chemical for sterilizer and disinfectant 5). Provide sufficient clean water. . Seni Kerajinan dan Pariwisata

13 Seni Kerajinan dan Pariwisata
2. Conditions should be avoided : a. Not talking about things beyond beauty field b. Not talking about ourselves, our success as well as our failure. c. Not arguing or wanting to dominate something (forcing the customer to use a certain cosmetic) By paying attention to the above principles, the prestige of the hairdresser can be seen by : a. the style and performance , b. the way of speaking, c. the attitude, d. the sense and e. the way of thinking someone Seni Kerajinan dan Pariwisata

14 THANK YOU